| Major Incident Manager at Remote, Remote, USA |
| Email: [email protected] |
| From: AJAY, kK Software Associates [email protected] Reply to: [email protected] Job Role :- Major Incident Manager -System Administrator Work Location:- TCS - Chicago(Naperville), IL -Franklin Park, IL - onsite Role Description: Liase with Command Center and Service Desk teams for P1 , P2 , P3 Incidents and identify potential Major Incidents Initiate communication channel for War-room and keep open the War-room till the incident is resolved Invite all required parties to the War-room Notification and information in case of Major Incidents to defined user groups by defined communication / distribution channels (e.g. SMS, E-Mail, Web Portal, etc.) Periodic updates to the Customer IT and Business stakeholders Update the TCS leadership teams on the status and progress updates on Incidents Liaison with business representatives to send out communications to Customers customer on a case by case basis Open separate bridge for senior stakeholder updates as required Coordinate with existing relationship owners to - Invite Customers 3rd Party vendors in the War-room as requested by the Service teams Ensure proper closure of the Major Incident in the Customer ITSM system Provide pre-RCA of the incident resolution as per the agreed SLA Take decisions as appropriate to resolve Major Incidents in timely and compliant manner Continuous update of the Major Incident in the Customer ITSM system ( at least every 60 mins updates or as needed for the situation ) Create an Initial draft of Post Incident Report within 24 hrs of Closing of War room Hand over the details of the Incident to Problem Manager to trigger opening of Problem records. Provide support to - Work with Resolver teams to get an RCA as per the agreed OLA/SLA Support the problem manager to - Escalate to respective service tower escalation point in case of non-receipt of the RCA Support the problem manager to - Collate and update the RCA to share with the stakeholders Support the problem manager to Initiate Problem Request, if the service restoration did not fix the underlying issue and assign to the right service tower teams Share the lessons learnt with all the support teams based on PIR report bi-weekly basis. Identify gaps in SLA with the 3rd Party providers for providing timely RCA Continuously keep the contact details updated and circulate with the respective teams Coordinate with other MIM team members across the globe and provide shift end reports. Contribute to other Ops tasks as necessary during non-MIM timeo Perform trend analysis on monitoring alerts and identify proactive problem records as needed o Participate in CAB when there are no active Warrooms to understand and provide suggestions to changes based on experience in major incidents o Keep a track of Major Incidents & War Rooms and ensure that the details of Fixnotes , resolution code , affected services , time lines of activities are all updated in the ITSM tools .Participate in the Problem review meetings in case of no ongoing WarRooms. Competencies: Incident Management Experience (Years): 6-10 & Above Essential Skills: Ability to work in 24X7 shift model ITIL certified. Have handled Major Incidents independently. Excellent English written and verbal communication skills. Ability to interact with multiple stakeholders. Ability to take decisions in a hostile environment. Declaring and overseeing the major incident management process and team members Driving and tracking the incident resolution through support engagement and coordination Documenting and communicating the incident status, impact, and actions to stakeholders and senior leadership Ability to coordinate with people across the geographies Desirable Skills: Good verbal and written communication skills Good analytical and presentation skills Must have good interpersonal and leadership skills. Willingness to learn and grow and ability to work under pressure. Flexible and adaptable Keywords: Major Incident Manager Keywords: business intelligence information technology Illinois Major Incident Manager [email protected] |
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| Fri Dec 06 23:51:00 UTC 2024 |